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New Secured Support Platform!

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We are happy to announce that Onyxum has launched a new secured support platform.

The new support system is integrated directly into the User's Panel which can be accessed simply by logging in to your account.

For creating a new support request, simply go to the "Ticket" section in the left menu and click on "New Ticket". You must then,
A- Title: Specify the subject for your request.
B- Ticket Category: Select a category
There are 4 different categories, please note that requests must be assigned to the related category otherwise they will be no answer.

1. Technical Support: Responds will be made within 48hrs.
2. General Inquiries: Responds will be made at first com, first served basis.
3. Talent Training: Responds will be made within 48hrs.
4. Booking: Responds will be made within 3 to 4 business days. Please note that this category has been designated to respond to your questions and inquiries, for hotel reservation, requests must be sent to booking@onyxum.com .

C- Write your request in the content section.
D- If you need to send a file, use the file section.
E. Click send.

Our specialists will then do their best to help you and respond to your inquiries within the mentioned time period.

To follow up with your support request, go to the "My Tickets" section. There, you can see if a support agent has sent you a reply or not. If you want to answer, you can reply right away and the entire conversation will be consolidated in one place. This will allow greater efficiency and ease for you to access all conversations with just a few clicks.

For each issue or ticket we have three different statuses:
1- RED: Waiting for the operator’s response
2- YELLOW: Waiting for the user’s reply
3- GREEN: The issue has been solved

All your support requests will be saved on the platform for as long as you maintain an account with Onyxum; you will, therefore, never lose any information or conversation and will be able to access them at any given time.

We hope this new feature will greatly improve your experience on the Onyxum platform.

All the best,
Onyxum Team
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